Jason Hernandez

About Jason Hernandez

I’m a people-first leader with 15+ years of experience driving operational excellence, building high-performing teams, and leading large-scale workforce optimization initiatives. My background includes managing global teams, navigating complex change, and using data and process improvement tools (Six Sigma Lean) to unlock performance across fast-paced, high-impact environments. At my core, I’m a builder—of teams, trust, and better ways of working. I thrive on solving tough problems, aligning people around clear goals, and helping others grow into confident, capable leaders. Whether I’m coaching through complexity or streamlining systems for scale, I focus on collaboration, clarity, and sustainable results. While I’ve led high-volume operations, I’m now pivoting toward roles that let me use my leadership, strategic planning, and process optimization skills more broadly—across operations, enablement, transformation, or people strategy. I’m especially drawn to mission-driven organizations that value thoughtful execution, culture, and continuous improvement. If you’re looking for a leader who can inspire teams, elevate performance, and drive meaningful change—I’d love to connect.

Experience

1. Call Center Productivity Manager

   Arm Solutions

   Oct 2022 — Present · CA

   Led workforce optimization strategies across multi-regional teams in the U.S, South Africa, Pakistan, and India, improving workflow design, communication, and execution.Increased operational efficiency by 22% through process improvements, performance alignment, and consistent documentation of best practices.Served as highest escalation point for complex, sensitive, and urgent issues, mitigating significant brand risk and ensuring seamless case resolution.Reduced scheduling inefficiencies by 30% by implementing dynamic staffing models with contingency plans aligned to volume and seasonal trends.Launched Power BI dashboards delivering real-time visibility into KPIs, driving accountability and data-driven decision-making.Managed end-to-end onboarding, ongoing training, and documentation updates, ensuring staffing adequacy and workforce agility.Drove weekly calibration sessions and QA coaching, aligning quality standards with business outcomes, boosting CSAT, and reducing attrition by 18%.Partnered cross-functionally with Capacity Planning & Workforce Management to set staffing targets, advocate resourcing needs, and optimize coverage.Built and maintained performance playbooks to standardize operations, vendor oversight, and leadership reporting.Mentored frontline managers and agents, creating tailored development plans and fostering ahigh-performance, engaged, and diverse team culture.Collaborated closely with BPO partners to standardize expectations, enforce compliance, and resolve escalations swiftly.

Skills

• Retail
• Leadership
• Customer Satisfaction
• Physical Security
• Sales Management
• Sales Operations
• Business Development
• Training
• Management
• Team Leadership
• Strategic Planning
• Marketing
• Sales
• Customer Service
• Crm
• Team Building
• Account Management